Call center agent

Trying to find success as a call center agent? This section includes comprehensive resources on call center metrics, quality monitoring, performance management, call center training and job satisfaction. Learn how to stay motivated as a customer service representative (CSR) and how to interpret and evaluate important metrics of the call center, including average handle time, average hold time, first call resolution (FCR) and occupancy. This section also includes information on agent churn in the call center and working as a remote or home-based call center agent.

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  • Call center interaction dos and don'ts

    Special Report - Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do...

  • Call center contest: How did you impact the customer experience?

    Contest - The editors at SearchCRM.com want to know about your most rewarding experience as a customer service rep – our panel of judges will nominate their favorite stories and the top three will win American Express Gift Cards.

  • CRM jobs and careers: Special report

    Special Report - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement. Get the latest CRM job market news and headlines from SearchCRM.com and other sources....

  • Cell phone activities for call center teams

    Chapter Download - Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.

  • Office poker games to break the ice in the call center

    Chapter Download - Office poker games are a fun way to encourage your employees to get to know each other better.This chapter excerpt from "More Quick Team-Building Activities for Busy Managers" gives step-by-step instructions for starting an interactive game of office...

  • Team building games for call center employees

    Chapter Download - This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff.

  • Measuring customer service excellence

    Chapter Download - Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of each...

  • Improving call center agent motivation and morale

    Chapter Download - Find out how to manage and motivate call center agents to be productive and happy. This chapter includes tips on measuring agent morale, an employee satisfaction survey, causes of low call center morale and ways to improve the overall mood or morale of...

  • Team building activities for the call center

    Chapter Download - This chapter provides three easy team-building activities for call center managers to use with their teams. Find simple ways to build rapport in your call center, even if it includes virtual or remote agents. The activities offer point-by-point...

  • "Do not call" quiz

    Quiz - Need to brush up on "do not call" regulations? This quiz tests your knowledge of the history behind the National Do Not Call Registry and its impact on the call center industry.

See also -Topics Related to Call center agent:

Call center VoIP software, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Online service